---
title: 'Email Customer Support Agent (Healthcare) at Sleep Center'
canonical: 'https://feeny.ai/job/email-customer-support-agent-healthcare-sleep-center-global-r0vj29m0erck'
type: 'job'
last_seen: '2026-09-13'
---

# Email Customer Support Agent (Healthcare) at Sleep Center

- **Company:** Sleep Center
- **Location:** Global
- **Employment:** full-time
- **Work type:** remote
- **Posted:** 2025-08-07
- **Last confirmed live:** 2026-09-13
- **Apply:** https://jobs.gem.com/sleep-center/am9icG9zdDrnGz5R8caPNhJ7ZCyZ509_

## Job description

## ABOUT THE ROLE:

We need a resourceful email support agent who can think independently while providing fast, accurate answers to our clinical providers. Your primary focus will be managing the support inbox and keeping our internal knowledge base fresh and complete. This is a remote position; daytime U.S. hours are required (US Central Time 8AM to 5PM) so you can respond to clinical teams in real time.

## KEY RESPONSIBILITIES:

- Respond to clinical providers’ email questions with clear, empathetic, and accurate answers
- Research unfamiliar issues, apply critical thinking, and craft solutions without waiting for step-by-step instructions
- Log recurring questions, draft new knowledge-base articles, and revise existing content when processes change
- Escalate complex or high-priority issues to the appropriate internal team and follow up to ensure closure
- Track ticket metrics such as first-response time and resolution time; identify patterns and suggest process improvements

## REQUIREMENTS:

- Mastery of written English with flawless grammar, punctuation, and tone control
- Proven ability to think for yourself, diagnose root causes, and propose solutions
- Experience providing email support in a healthcare or SaaS environment (minimum one year)
- Familiarity with help-desk or ticketing tools such as Zendesk, Help Scout, or Freshdesk
- Comfortable updating and maintaining a knowledge base or FAQ system
- Reliable high-speed internet and the ability to work core U.S. business hours

## PREFERRED QUALIFICATIONS:

- Knowledge of medical or insurance terminology
- Experience writing SOPs or process documentation
- Previous remote-work experience on a distributed team

SUCCESS IN THIS ROLE LOOKS LIKE:

- First-response time under one business hour for provider emails
- Consistent resolution of tickets within one business day for routine questions
- Weekly knowledge-base updates that reduce repetitive inquiries
- Proactive recommendations that improve workflow efficiency or customer satisfaction

## EMPLOYMENT DETAILS:

- Full-time remote role
- Monday–Friday, approximately 8 AM–5 PM Central Time (flexible for the right candidate)
- Compensation commensurate with experience
- Candidate provides their own computer and secure work environment

## HOW TO APPLY:

- Please attach a 3 writing samples to your application and also include the phrase "I can think on my feet" to demonstrate you read this job post.

## About Sleep Center

## Company Overview
- **One-liner**: Sleep Center is a mattress and bedroom furniture retailer serving Northern California, focused on helping customers find the right sleep solution for their health and comfort needs.
- **Entity Type**: Private (Small Business)
- **Headquarters**: Davis, California, USA
- **Founded**: Not publicly available (operates as a locally owned family business)
- **Founders**: Not publicly available

## Core Business
- Primary industry/industries: Retail (Mattresses, Bedroom Furniture, Home Goods)
- Target customers: B2C (Consumers in Northern California)
- Mission or purpose statement: "Delivering a great night’s sleep to millions of Californians" and educating the public about how important sleep is to overall health.

## Products & Services
- **Mattresses**: Carries top brands including Tempur-pedic, Beautyrest, Serta, Sealy, Stearns & Foster, Magniflex, and more. Offers a large selection to match different body types, needs, and budgets.
- **Bedroom Furniture**: Offers furniture from brands like Ashley, Aspenhome, Benchcraft, Coaster, Flexsteel, and others, including euro recliners and sofas.
- **Sleep Consulting**: Employs highly-trained "sleep consultants" who undergo months of sleep health education and customer service training, as well as factory visits to understand product details.
- **Delivery Service**: Provides delivery directly to customers' doors.
- **Customer Guarantee**: Offers a 100% satisfaction guarantee.

## Market Standing
- **Valuation/Market Cap**: Not publicly available (privately held small business)
- **Key Metric**: Not publicly available (revenue not disclosed)
- **Notable Investors/Partners**: Partnerships with major mattress and furniture brands including Tempur-pedic, Beautyrest, Serta, Sealy, Stearns & Foster, Ashley, and many more.
- **Growth Signals**: Operates multiple locations serving cities including Davis, Sacramento, Roseville, Citrus Heights, Folsom, Dixon, Vacaville, Winters, Rancho Cordova, and Elk Grove. Positions itself as a local, family-owned alternative to big-box retailers.

## Competitive Advantages
- **Local Expertise**: Deep knowledge of sleep health and product selection, with staff trained as "sleep experts" rather than just salespeople.
- **Curated Selection**: Offers a wide range of top brands in one location, allowing customers to compare and find the best fit.
- **Customer Service Focus**: Emphasizes friendly, knowledgeable service and a 100% satisfaction guarantee, differentiating from larger, less personal retailers.
- **Family-Owned & Operated**: Local, small business identity appeals to community-minded shoppers.

## Strategic Focus
- **Customer Education**: Prioritizes educating the public on the importance of sleep for overall health, positioning the company as a trusted advisor.
- **Product Quality & Value**: Focuses on offering high-quality products at competitive prices, avoiding the "you have to pay more" model.
- **Community Presence**: Maintains a strong local footprint in Northern California, serving a defined geographic area with a personal touch.

## Why Work Here
- **Culture**: Described as a "small local family owned business" that values community and customer relationships.
- **Training & Development**: Employees receive extensive, ongoing training in sleep health and product knowledge, becoming true experts in their field.
- **Work Environment**: Likely a close-knit, team-oriented environment typical of a family-run small business.
- **Policy**: On-site, retail-based work (not remote). Locations include Davis, Sacramento, Roseville, Citrus Heights, Folsom, Dixon, Vacaville, Winters, Rancho Cordova, and Elk Grove.

## Sources
1. [sleepcenter.net](https://sleepcenter.net/pages/about-us)
2. [jobsearcher.com](https://jobsearcher.com/companies/sleep-center)

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